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For Application Development & Delivery Professionals

Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

Assessment: The Contact Centers For Customer Service Playbook

August 28, 2017

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Why Read This Report

An explosion of channels, new technologies like artificial intelligence, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. Application development and delivery (AD&D) pros should use Forrester's assessment tool to measure their organization against more than 150 best practices. This framework will help AD&D pros define strategy, gain executive buy-in, build stakeholder consensus, better manage customer service agents, and select the right technologies for loyalty-creating customer experiences. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Without Focus, Customer Service Initiatives Falter
  • Four Key Elements Drive Successful Customer Service Experiences
  • Take Action Now
  • Recommendations

  • Capitalize On The Best Practices Framework For Customer Service
  • Supplemental Material
  • Related Research Documents

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